AudioHook Client-Initiated Pause

Genesys Cloud Integrations
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Hi all, I'm making an AudioHook server to integrate with Genesys. I'm curious to learn more about the paused state described here. In particular, client-initiated pauses.

My questions:

  1. Under what circumstances will the Genesys client trigger a pause?
  2. What is the easiest way to set up a call flow in order to test a client-initiated pause? I currently have a call flow (helpfully provided by Genesys) that looks like it is basically just a "Transfer to ACD." This has been great for testing a typical session but doesn't seem to trigger pauses.

Any advice or pointers to docs is appreciated!

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The only reason the client (Genesys-side) might initiate a pause would be when a Genesys Secure Pause is occuring when customer is being asked to make a credit card payment. During a secure pause, Genesys does not record that portion of the call, and therefore the audio is not streamed over the Audiohook connection.

To test that you would need to setup a Secure Call Flow and while handling a call you'd need to invoke that button in the Agent UI to simulate taking a payment.

1 Like
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Ah, that's exactly what I needed, thanks!

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